---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# View related callbacks in the contextual side panel

# View related callbacks in the contextual side panel {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View and manage active callbacks for a contact or consumer from the contextual side panel.

## Before you begin

Role required: sn_omni_callback.callback_writer

## About this task

Only active callbacks are displayed. Completed or canceled callbacks aren't included.

When working on a case or interaction, callback tiles appear automatically in the contextual side panel. These tiles display all active callbacks associated with the same contact or consumer. They appear regardless of which
agent scheduled them or which case or interaction they originated from. Agents can select a callback tile to view, reschedule, or cancel the callback.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace..
2. Select the List icon (![List icon to view callback list]())
3. Open a case or interaction.
4. Select the Related lists (![Related icon.]()) icon.
5. Select Related Callbacks.
6. View the related callback tiles in the contextual side panel.
7. Select a callback tile to open the callback task record page.
{#view-related-callbacks-contextual-side-panel__steps_x44_3yl_33c}

## Result

You can view related callbacks and access the callback task record page to reschedule or cancel them.

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